If you have just ordered your goods, it may take a short time for the parcel information to update on our systems. If you have had your parcel number for more than a day and there is no tracking information then please contact the sender to verify your parcel number is correct and that the parcel has been passed over to Yodel.

There has been no tracking update for several days, what should I do?

If there has been no update on your parcel on our tracking page for a couple of days and it has gone beyond the expected delivery date, please use the webchat facility and an adviser will be able to help you.

It may be that the latest scan about your parcel's delivery has not made it to our system yet. It can take a few minutes. If you are concerned however, please speak to one of our advisors using the webchat facility.

Here is a guide to understanding the different stages that your parcel tracking will show:

With Sender or Awaiting Collection:

For deliveries: this is one of the first tracking events you will see. We know there is a parcel on the way but we haven't yet received it from your sender.

For collections: this can also show if we’re due to pick up a parcel from you but haven’t collected it yet.

Left Sender or Collected:

For deliveries: The sender has shipped the parcel and its on its way to us.

For collections: you may also see this once we’ve collected your parcel.

At Yodel Depot:

This means that we have received your parcel and it will be made ready for delivery on the right day.

This status will also show if we tried to deliver your parcel but had to take it back to the depot.

Left Yodel Depot:

Your parcel was at your local depot but is now on its way to you. This stage can also show as our ‘With Courier/Driver’ status, which is explained below.

With Courier/Driver:

Your parcel is on its final step of its journey is currently safely in the hands of our delivery driver. If you are expecting a 48 or 72 hour delivery it may not be delivered today – you can check your estimated delivery date in your parcel's tracking.

Was with Courier/Driver:

This could mean two things: Either we have delivered your parcel, or we missed you and it is on the way back to our depot to keep safe. If this is the first delivery attempt, we will try to deliver your parcel to you two more times over the next consecutive, working days

Delivered:

This means that we have delivered your parcel, either straight to you, to a neighbour or a safe place. The tracking page will tell you where we have delivered your parcel

Estimated Delivery:

This is where you’ll see your estimated delivery day or time.

Alert:

You’ll see this if your delivery can’t be completed for a number of reasons. For example, it might have been returned to the sender. It’s usually not reversible and we advise you contact the parcel sender if you see this status.

Unfortunately, you are unable to change the delivery time window, however if you visit the tracking page, you may be able to call your courier for more information or view your parcel on the driver map, along with a parcel countdown detailing how many parcels will be delivered before your own.

Depending on the service your parcel has bee sent on you may be able to change the delivery date of your parcel, or location it will be delivered to. Head to our tracking page to see what options are available to you.

Sometimes the driver may get ahead of schedule and will get to you before the delivery window. Your parcel may have been delivered to a safe place or to a neighbour if you were unable to accept your delivery and you can see this information on our tracking page

Our estimated two hour delivery window is generated by the route the driver will take to deliver all parcels for that day. Sometimes the driver may experience traffic, road closures or deliveries may take longer than usual.

If we know that we're not going to deliver your parcel during the allocated delivery window, we'll let you know through email, SMS or the Yodel App by sending you a new two hour delivery window.

Some of our services offer a two hour delivery window. If you do have a two hour window you will be notified by text and/or email on the delivery day. If not, you currently cannot upgrade your delivery service but don't worry, your parcel should reach you by 9pm on or before on your expected delivery date.

Firstly, check for a calling card, which will tell you if the driver has left your parcel in a safe place on your property or with a neighbour. The tracking page will also tell you where the parcel was left. If there are no details then please chat to us using the live web chat facility either here or on the tracking page.

If we have tried to deliver your parcel, but been unable to, we will have left a call card. This card has the details of the options available to you:

1) Your parcel may have been left in an appropriate safe location around your property e.g. your porch, or with one of your neighbours. If so, the card should have these details for you.

2) If we haven't been able to leave the parcel in a safe location or with one of your neighbours, we will re-attempt your delivery on the next working day. Alternatively, you can arrange to have your parcel re-delivered on another day, or to collect it from us here.

If you have a green card: You can call our driver directly if a mobile number has been written on the card

If you have an orange card: Go to the tracking site to arrange a re-delivery date or to collect it from us.

If we don't hear from you, we'll automatically re-attempt delivery on the next working day. We attempt delivery up to three times, after which you'll need to arrange to collect it from your local depot.

I have received a Yodel card with a reference number on it. What should I do next?

Firstly check the front of the card to see what instructions the driver has left.

Your parcel may be in a safe place on your property, with a neighbour, or our driver may still have it.

If our driver still has the parcel please do the following:

For green cards: The driver will have left their mobile number on the back of the card and you can contact them any time up until 9pm.

For orange cards: Visit our self service page where you can select another day or arrange to collect from your local depot.

If we don't hear from you we automatically re-attempt on the following two working days.

Tracking shows a missed delivery attempt but I was in. What do I do next?

Firstly check the tracking site to see if the parcel has been left with a neighbour or in a safe place. The driver will have left a calling card to let you know if this is the case.

If you wish to provide us with feedback you can access our Have Your Say survey, which you will find on our tracking site. Just enter your parcel number and let us know what has happened. We can then use this feedback to help us understand what happened and get your parcel to you.

Can the driver come back?

Every driver has a daily route planned out to ensure all parcels for that day are delivered. They will have left a calling card with instructions on what to do next.

For a green card, you can contact our driver directly.

For an orange card, you can go to the tracking site to arrange a re-delivery date to suit you.

Depending on the service your sender has used, you may be able to amend your delivery details before your delivery is attempted by our driver. Head to our tracking page and see what options are available to you

I specified a safe place so why didn’t you leave it there?

We're sorry that we couldn't leave your parcel in your chosen safe place. There are two scenarios when we cannot leave a parcel in a safe location.

1) The sender selects a service that requires us to capture a signature. In this instance, you won't be able to inform us directly of a preferred safe place through our website.

2) There isn't an appropriate safe place to leave the parcel, or the one you have indicated doesn't comply with our delivery standards. It is always worth checking these details out at the point of your order.

Can you leave my parcel with a neighbour?

Depending on the service your sender has sent your parcel on, you may be able to choose a preferred neighbour to deliver your parcel to. Head to our tracking page to see if your parcel can be delivered to your chosen neighbour.

In some scenarios, you will also be able to let us know a neighbour you would not like us to leave your parcel with. Head to our tracking page to see if this option is available to you.

Don't worry...

If you know before your delivery that you won't be in, you may be able to change your delivery preference before we attempt to deliver your parcel, head to our tracking page to see if this option is available to you.

If we have already attempted to deliver your parcel, our driver will leave you a calling card with instructions on what to do next.

They may be able to leave your parcel with a neighbour or in a safe place depending on the service the sender has sent your parcel on.

For green cards: The driver will have left their mobile number on the back of the card and you can contact them any time up until 9pm.

For orange cards: Visit our self service page where you can select another day or arrange to collect from your local depot.

If we don't hear from you we automatically re-attempt on the following two working days.

Can you leave my parcel somewhere safe?

Depending on the service your sender has used to ship your parcel, you may be able to inform your driver of a preferred safe place before we attempt to deliver your parcel. Enter your parcel number on our tracking page to see if you are able to enter this information online.

If your delivery doesn't require a signature, then our driver may leave your parcel in a safe place and leave a card at the delivery address with details of where your parcel has been left.

If your parcel is being delivered by one of our neighbourhood couriers, you will be able to call or text your courier prior to your delivery. Enter your parcel number on our tracking page to see if this function is available to you.

If you have missed your delivery and have received a green calling card, the driver's mobile number will be written on the card for you to call or text to rearrange your delivery. Their number will also be available on our tracking page.

You can check the tracking page to see when your parcel is due, it will have the date clearly displayed. If your parcel has a two hour delivery window, you'll see this on the tracking page on the day of your delivery. You should also receive either a Push, SMS or email notification on the morning of your delivery.

Can I change my delivery address / how do I change my delivery address?

If your parcel hasn't yet reached our network, please speak to the sender of your parcel and they may be able to change the delivery address for you.

You may also be able to change your delivery via our tracking page once your parcel is in our network.

If we have already attempted to deliver your parcel, you may be able to change your delivery address through our tracking page.

Currently you are unable to change the time of your delivery if you have been sent a two hour delivery window.

You may be able to rearrange your delivery day before we attempt to deliver your parcel. Enter your parcel number on our tracking page to see if you are able to amend your delivery date to a day that suits you.

If our driver has already attempted to deliver your parcel, you will be able to rearrange your delivery, using the details on the calling card you will have received.

If you have a green Yodel calling card, please text or call the driver on their mobile number, which is written on the card.

If you have an orange calling card, please use our tracking page to rearrange or collect your parcel.

Can I amend my delivery preference?

Depending on the service your sender has shipped your parcel on, you may be able to amend your delivery preferences. Enter your parcel number on our tracking page and see what options are available to you.

If you're rearranging a delivery following a call card being left you can select a new delivery date and may be able to nominate a safe place or neighbour, depending on the service that the sender has sent your parcel on.

It can depend on the service the sender has chosen and where your parcel is in the Yodel delivery process.

Some deliveries can be re-arranged whilst on their way to you - head to our tracking page, enter your parcel number and see what options are available to you.

If you are unable to rearrange your delivery online, once your driver has attempted their first delivery of your parcel, you will be left a card detailing what to do next:

If you have an Orange calling card: Check our tracking page to see how many calling cards have been left for you. If more than two cards have been left, you can only arrange to collect the parcel from our depot.

If your original parcel delivery date was more than 12 days ago, it is likely that you will not be able to rearrange your delivery as your parcel will be on its way back to the sender. Visit our tracking page to find out if this has happened. You will need to speak to the sender for further instructions.

If you have a Green calling card: Your parcel is out with one of our local couriers who will have left their mobile number on the calling card. You can also find their number on our tracking page. You can text or call them directly to rearrange your parcel.

You may be able to rearrange your delivery whilst your parcel is on its way to you. Head to our tracking page, enter your parcel number and see what options are available to you.

If you are not able to rearrange during your delivery, you will need to wait for your driver to attempt to deliver your parcel, when you will receive a calling card detailing what you need to do next:

If you have received an Orange calling card: Enter the 8 digit card reference number from the card, along with your postcode on the tracking page. If your parcel is able to be rearranged, you will get the option to do so.

If you have a Green Yodel calling card: Please text or call the driver on their mobile number, which will be written on the card for you. It is also available via the tracking page. You won't be able to rearrange your parcel online if you have a green card.

If your parcel is available to be collected from our depot, you will be given the option to arrange this on the tracking site. It is important that you fill out all the details on the collect page, so we know that you are coming.

You can read more about collecting your parcel from your local Yodel depot here.

You will need to bring the Yodel calling card that was left by the driver and one form of photographic ID e.g. passport or driving license. You must be aged 18 or over to collect your parcel from our depot.

Webchat

YodelDirectoffers a fully online package, meaning you can book a courier collection online, on a date to suit you and YodelDirect will deal with your delivery quickly and professionally. We also offer parcel tracking to all clients and customers, meaning you can see exactly where your parcel is.

If you are using YodelDirect, simply login to your account and select the parcel you wish to amend the details of. Alternatively, you can chat with one of our customer services team on webchat. They can help you with amending collection details.

Ideally you should do this the day before the collection is due to take place.

If you are using YodelDirect, simply login to your account and select the parcel you wish to cancel. Alternatively, you can chat with one of our customer services team on webchat. They can help you with amending collection details.

Ideally you should do this the day before the collection is due to take place.

When you have attached your label to your parcel please ensure that it is completely flat and unobscured. Please do not cover the barcode with any tape, including clear tape, as this may prevent us from scanning it.

Webchat

It may be your parcel has been damaged before it got to us meaning that we are unable to deliver the damaged item. In this case we will send the item back to the sender on your behalf. Please contact the parcel sender for further information

Webchat

GOT A PARCEL TO TRACK?

Firstly, you will need to check that you are able to send a return through contacting your parcel sender.

Then, check the documentation that arrived with your parcel as returns instructions should be in there. If not you will need to contact your sender to arrange a collection. They can provide all the necessary labels and information to return your parcel.

Our driver will also bring a label to attach to the parcel in case you do not have access to one.

You will need to have your parcel packaged and ready for collection.

A collection can take place anytime between 7am-9pm.

Your sender will also have a copy of your parcel number so you can contact them to check when your return has been received.

The return's tracking number will be on the returns label that your sender has supplied or that our driver may have given to you. Once the parcel has been collected, you can use this tracking number to check the progress of your parcel back to the sender on our tracking page.

The return of your parcel will take no more than a couple of days but the sender will have their own process in terms of replacements, refunds or otherwise. These can take longer and you'll need to speak to the sender to understand their timescales.

If your parcel has come in packaging suitable for a return then follow the instructions given by the parcel's sender. However, if you need further guidance on how to package your return, then our packaging guidelines should help you.

If using the original packaging that your parcel was sent in then please ensure the original labels are removed or crossed out.

Your sender will provide all of the information you will need to book the exchange with us. The label you will need to attach to your exchange will be provided to you by our driver when the exchange is made.

You will need to open your new parcel and attach the returns label to the parcel you are sending back to the sender.

Your return should reach the sender within a couple of days. You can track your return's progress using the tracking number that is on the label the driver will give you to attach to your return, through entering it on our tracking page.

The sender should notify you when they have received your return. Please check your account or get in touch with them directly if you do not hear anything.